Swiggy has launched a 24-hour food safety helpline and a dedicated in-app reporting channel, giving customers two new ways to flag concerns about orders on the food delivery platform.
The company said customers can call 7948231850 to report food safety issues. They can also use the dedicated “Food Safety” channel in the Help section of the Swiggy app to submit concerns related to their orders.
Swiggy’s Food Safety Assurance Team will review complaints on priority and take necessary action, the company said. The platform described the new reporting mechanisms as additional customer touch points for identifying and addressing potential gaps in food safety practices.
The initiative comes amid heightened scrutiny of food safety standards and a broader crackdown by the Food Safety and Standards Authority of India. Food delivery platforms have faced increasing pressure to improve transparency around restaurant listings and strengthen their response to consumer complaints.
Swiggy said reports received through the helpline and in-app channel would also help it identify repeated concerns and detect patterns across orders. The company said the information would be used to engage restaurant partners and strengthen preventive measures across its platform.
“While we continue to work closely with our restaurant partners on food safety, we are also further strengthening the ways in which customers can raise any concerns they may have,” Sidharth Bhakoo, chief business officer of Swiggy Food Marketplace, said in a statement. “Customer feedback has always been an important part of how we work, and these additional touch points will further help us in identifying and addressing any gaps, wherever they may arise.”
Swiggy’s announcement follows a move by rival food delivery platform Zomato a week earlier to introduce a zero-tolerance policy on the sale of analogue dishes by restaurants listed on its platform. Zomato said it had delisted dishes that restaurant partners had declared as containing analogue dairy, describing the move as a consumer-first step focused on transparency and food quality.
Zomato also said it reserved the right to remove any listing found to be in violation. Swiggy’s new helpline and in-app channel similarly place customer reporting at the centre of its food safety response, while allowing the company to collect information on recurring concerns and restaurant-level issues.
Swiggy has not disclosed the number of complaints it expects to receive or specified a separate timeline for publishing findings from the new reporting system. The company said its Food Safety Assurance Team would review concerns and take necessary action after they are submitted through either channel.
